ShepHyken

FEBRUARY 11, 2019

(CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. My Comment: This is a great article for leadership to understand the role and need of the Chief Customer Officer (or whatever title a company uses for the same responsibilities.)

Net Promoter Score 58

Net Promoter Score Chief Customer Officer Customer Service Customer Service Training 58

ChurnZero

OCTOBER 30, 2020

Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success. As you see talented people come into Customer Success and then move up into bigger roles, it means compensation is going to go,” says Mehta. I would argue that’s actually the leading indicator of variables like net retention.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. on 13 May 2019. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. Chief Customer Officer 2.0

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. The Standard Net Promoter Score Question [an 11-point scale question]. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Pointillist

MAY 19, 2020

. “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER! Approximately one third of CX team leaders report that they obtained an increase in their CX budgets from 2019 to 2020, while nearly half said their budget stayed the same. Over one-in-five saw their budget actually decrease year over year.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Wootric CX Blog

SEPTEMBER 18, 2019

With new product enhancements, Wootric empowers CX champions to evangelize and democratize insights from customer and employee journey feedback, at scale. Executive teams need insights to make the hard decisions about what to build and what roles to resource to improve customer experience. Data Democratization. About Wootric.

Customer Experience 40

Customer Experience Net Promoter Score Competitive Advantage Self Service 40